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Citizens Advice Bureau

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New job opportunities for a Telephone Adviser

Telephone Adviser (UC Help to Claim / Adviceline)

Salary: £21,000 – £24,000 depending on experience
Hours per week: 37.5 full time (part time considered)
Type of contract: Fixed term / 31/03/2021 with possible extension
Responsible to: Advice Supervisor

Citizens Advice Hounslow is a well-established charity operating in the London Borough of Hounslow. Thanks to our amazing team of staff and volunteers, we support over 8,000 clients a year through our face to face, phone and digital services. However, in these difficult circumstances, we need to increase our resources to respond to the growing volume of people looking for advice and support.

We are seeking to appoint a Telephone Adviser to join our efficient Adviceline team and our UC Help to Claim telephone and digital service.

The role entails:
• Dealing with calls coming through from the “UC Help to Claim” helpline and the West & South West Adviceline number.
• Performing telephone assessments, establishing the clients’ needs and the best next step to help resolve the issues.
• Guiding capable callers through reliable information and empowering them with sufficient knowledge to tackle the problem themselves.
• Giving telephone advice and offering practical support to those who require it.
We are particularly looking for someone who is able to help people apply for Universal Credit, guiding them through the various steps.

This role is suitable for an adviser or an enthusiastic trainee adviser with good communication and digital skills, who is able to perform an eligibility check for welfare benefits like UC. Ideally, you will have completed the adviser training and be able to understand and calculate entitlement to welfare benefits.

For more details about the role, please download the Job Description and Person Specification.

How to apply: please email your CV and a cover letter explaining how you meet the Person Specification to

Closing date for applications: Monday 21st September 2020
Interview dates: Friday 25 September 2020

We offer a range of employee benefits, including generous annual leave, pension contribution, and training and opportunities to continue your professional development. We consider applications from all applicants who meet the person specification irrespective of sex, gender reassignment, marriage or civil partnership status, pregnancy and maternity, sexual orientation, race, religion or belief, age, or disability.
Please note: we are unable to respond to applicants who have not been shortlisted. If you do not hear from us within 2 weeks from the closing date, it is likely that your application has not been successful

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Hounslow Civic Centre

Hounslow West

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